Feature Request Summary:
Macros / Placeholders should be able to pull more than 1 phone number from a customer record. Currently the {user.phone} placeholder only pulls through the 1 number.
Description/Use Cases:
Many of our customers have multiple phone numbers, whether that be shared common area branch phones, mobile phones, desk or landline phones. The numbers are stored on the customer profile. We often use macros to provide the customer contact phone numbers to external/non-zendesk users such as sales staff or third-party contacts who are not Zendesk agents.
Business impact of limitation or missing feature:
Productivity loss. It results in additional time and handling on tickets. and increases the number of errors and rework as agents are not providing all contact numbers.
This is a great feature request and I have added it to the backlog for future consideration. We will look into having multiple phone number options in the future instead of just having the main contact. For now this means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.